Moderator Requirements

1. Read and Agree to the Terms of Service (https://www.arenaofvalor.com/terms.html).

2. Member of the official Arena of Valor Discord in good standing.
3. Have an active Arena of Valor account in good standing on (EU/NA/LATAM) server.
4. Be of the age of 18+
5. Submit an application to the Moderator Program for review by the Council for acceptance into the program.
• Including your Player ID / Discord Tag / Country / Server / Name / Native and Additional Languages Spoken

Once Accepted into the Program:

1. Have a Discord account and have DjHelsing (DjHelsing#1368) on your friend's list.
2. Member of the official Arena of Valor Discord and internal community Discord (Council Member will invite you).
3. Sign and return a Moderator Agreement form.
4. Active in the community (Discord / Reddit / FB Group) on a weekly basis helping other players with their
questions and maintaining a clean community that follows the TOS and community guidelines.

Note: For the purpose of coordination and communication, your contact info may be shared with other Moderators.

The biggest part of moderation is ensuring a happy and engaged community while safeguarding against those who
would break the rules or bring toxicity to the community. This requires your ability to help players with their questions
and to collect new issues as they arise and actively bring them up to staff.
Arena of Valor Moderation Guidelines

• Be calm, neutral and collected in all interactions when representing Arena of Valor as a community moderator. Lead by
example to guide your fellow players become more positive members of the community.

• Enforce the terms of services, specific communities guidelines and help prevent people from breaking them.
• This may include but is not limited to enforcing sportsmanlike behavior, reporting and removing harassment, ensuring no one is promoting or committing fraud, sharing accounts or
promoting bots, hacks or cheats.
• Each community may have their own specific guidelines as well : i.e.. https://discordapp.com/guidelines

• If posting or taking action officially, make sure you make it clear that you are a moderator.
• Ie.If your giving someone a warning for posting inappropriate images, be sure to mention that as a moderator you are officially warning them and removing their post etc.

• You're a community moderator here to help our community, please don’t claim to be a representative or employee of
Tencent or Arena of Valor and please refrain from using “we” when answering a player question.

• When engaging with the community, err on the side of caution. If you really aren't sure on what to say, make sure you have
confirmation from Staff or the Council, otherwise do not leave a reply.

• If you’re found to be inactive and have not informed us in advance, you may removed as a moderator.

• If you are approached by a company or organization regarding Arena of Valor, immediately inform an AoV Staff member
(Discord role: AoV Staff). Respond that you are a moderator and unable to assist them at this time but that you have
provided their information to a member of the Arena of Valor team who will follow up directly.

• Any violations of these rules will also result in a probation or removal.

Moderator Responsibilities
To ensure a safe, positive, engaging and helpful environment for the community.
• Enforce the terms of service in a calm, polite manner. (i.e.. No harassment, fraud, account sharing, bots, hacks or cheats.)
• If you are unsure if someone is violating a rule, ask Staff or a Council Member in the AoV Community Internal Discord.
• If a player disagrees with you, please treat the player with respect and not argue.

• Empower players to help support each other by answering questions and directing others to the right place.
• If you aren't sure how to handle a situation, ask Staff or a Council Member in the AoV Community Internal Discord.

• Reply to player questions and help them when able.

• If a player contacts you in another language, find out their language and kindly direct them to a member of the team who can assist them in their language.
• If you'd like to add new FAQs, please bring it up in the internal community Discord for review.

• Clean spam and inappropriate, toxic or abusive posts according to our TOS and the communities guidelines.

• Ensure that all bugs and suggestions are being conveyed to the team for further help and investigation.
• Get as much clear and detailed feedback as possible. If they have a problem with a hero, why? The more clear and detailed the possible.
• If a player is experiencing a bug, make sure we know everything about the player and the bug to ensure we can reproduce it and fix it.

• Forward players to the appropriate customer support channel for their given situation when possible.
• For general billing and technical issues that require technical support, direct the player to contact: support@arenaofvalor.com /
switch_support@arenaofalor.com / In Game CS Tool

• Create, develop and host events, activities and fun ways for users to engage in your given community.
• These are Mod run events and are NOT officially sanctioned and will NOT receive prize support unless confirmed beforehand with AOV Staff.

• Help players on Discord to use the features created and enabled for users such as mod mails, events, etc.…

• Help provide overall user sentiment and activity summaries to help us improve in all aspects of our communities.

• Review current Mod Volunteer projects and assist when interested or able. Coordinate with other moderators regularly.
Moderation Roles

Staff Set policy and guides the moderation system, ensuring everything is running as intended.

On top of the normal moderator duties, they teach and mentor new moderators and also
Council communicate with AoV staff on a more regular basis as the voice of the mods, helping
Member ensure things are running smoothly. Recruit new moderators and make mod demotions.

Ensures that players are being helped as much as possible. Represent the voice of the
Moderator players. Follow all Moderator Responsibilities and Guidelines.

Probationary A Moderator that's on a 2 week probation period. After the 2 weeks are up, if everything is
fine, then they'll become full Moderators. (This is mostly for New Mod’s)
Moderator